Brad Cleveland
From Wikipedia, the free encyclopedia
Brad Cleveland is an author, public speaker, and consultant who focuses on customer experience, call centers / contact centers,[1] technical support centers, social media, and other customer-facing environments.[2][3][4] He was one of two initial partners in ICMI (International Customer Management Institute),[5] joining founder Gordon F. MacPherson, Jr. in 1991.[6] Cleveland was a majority shareholder and served as president and CEO of ICMI from 1996 through June 2008 when ICMI became part of London-based United Business Media. He is author/editor of eight books, including Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience, which is used in universities and corporate training programs around the world. In 2021, he authored Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results.
During Cleveland's time as CEO, ICMI expanded its international presence, launched industry membership, developed a management level certification program, rolled out the ACCE and Demo conferences, and expanded its publishing and research division.[7] He has appeared in media[8] ranging from The New York Times[9] to The Washington Post[10]', The Wall Street Journal, Nerd Wallet[11]' and NPR's All Things Considered.[12]
In 1997 Cleveland performed a Tedx Talk entitled "Thriving In An Always-On World" about disconnecting from technology.[13]
- Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results, by Brad Cleveland (2021). London, Kogan Page. ISBN 978-1789666878.
- Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience, by Brad Cleveland (2019). Colorado Springs, ICMI. ISBN 978-0985461133.
- Pocket Guide to Contact Center Management Terms: The Essential Reference for Contact Center, Support Center, and Customer Experience Professionals, by Brad Cleveland (2019). Colorado Springs, ICMI. ISBN 978-0985461126.
- TED Talk: Brad Cleveland: "Thriving In An Always-On World" (TED xSunValley, November 2016), about the curse of always being connected and how to take back control of our lives.
- Call Center Management: Leitfaden für Aufbau, Organisation und Führung von Teleservicecentern (German), by Brad Cleveland, Julia Mayben and Günter Greff (2013). Wiesbaden, Germany, Gabler Verlag. ISBN 978-3322930071.
- コールセンターマネジメント 戦略的顧客応対[理論と実践] Call Center Management Strategic Customer Service [Theory and Practice] (Japanese), by Brad Cleveland (2008). Tokyo, ファーストプレス. ISBN 978-4904336090.
- Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment, by Brad Cleveland (2006). Annapolis Maryland, ICMI Press. ISBN 978-1932558067.
- Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment, by Brad Cleveland and Julia Mayben (1997). Annapolis Maryland, Call Center Press. ISBN 978-0965909303.
Awards
Leading the Customer Experience, was selected as a NYC Big Book Award distinguished favorite.[14]